CX Journey

JULY 7, 2015

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. This is key to avoiding that "exercise in futility" mentality or outcome.

Exercises 208

Exercises Touchpoint Roadmap Call Recording 208

Promoter.io

DECEMBER 15, 2016

The post A Statistical Exercise, NPS is Not appeared first on Promoter.io

Exercises 80

Exercises NPS Survey Customers 80

Market Strategies International

JANUARY 30, 2019

Projective exercises—the presentation of calibrated stimuli onto which a respondent projects their feelings, attitudes or beliefs—are a critical asset in the qualitative researcher’s emotional toolbox.

Exercises 69

Exercises Healthcare Industry Trends 69

Who's Your Gladys?

MAY 17, 2016

This simple exercise creates lasting changes in the way your team thinks and acts with customers. The post A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys! They get to hear how their peers handle tough situations. They get to collaborate and practice new ways of approaching tough situations and share what they do that works. appeared first on Who's Your Gladys?

Exercises 152

Exercises Loyalty Customer Service Customer Service Training 152

Maz Iqbal

JANUARY 19, 2015

What Is The Access To And The Source Of Mastery In The Exercise Of Human Centred Leadership? 2014 is behind us in a manner of speaking and we are in the first month of 2015.

Exercises 72

Exercises Leadership Travel Meeting 72

Maz Iqbal

DECEMBER 6, 2014

On the other hand, if you find yourself in that ‘place’ and looking for an access to being effective in the exercise of change leadership then I invite you to listen – really listen and grapple with these words of wisdom: Position is everything. Just about every one of us (as a human being) sucks at relationship, at experience design, at calling forth engagement, at change, and at the exercise of leadership due to the neglect of this radical truth.

Exercises 64

Exercises Leadership Travel Employee Engagement 64

Up Your Service

DECEMBER 1, 2015

Uplifting Service book book discussion guide management alignment reader's guide Service Culture study guide teambuilding exerciseUplifting Service Group Discussion Guide.

Groups 52

Groups Hotels Exercises Engagement 52

Up Your Service

DECEMBER 1, 2015

Uplifting Service book discussion guide management alignment reader's guide Service Culture study guide teambuilding exerciseUplifting Service Group Discussion Guide.

Groups 52

Groups Hotels Exercises Engagement 52

Vision Critical

NOVEMBER 25, 2019

We’ve seen this approach helpful when starting a new insight community, and as an annual exercise for well-established insight functions. An insight roadmap is a plan to keep your organization focused on customer centricity.

Roadmap 130

Roadmap Exercises Customer Centricity How To 130

Service Untitled

JANUARY 7, 2014

There are a number of actionable exercises after each chapter and frequent references to academic studies that provide additional context for those who are interested in finding them. Gallagher, Book Reviews Customer Service Experience Exercises/Resources This year, we decided to give copies of To Sell is Human: The Surprising Truth About Moving Others by Daniel H. Pink (signed by the author himself) to all of our employees at A Small Orange as part of our holiday gift package.

Sales 49

Sales Exercises Consulting Study 49

Service Untitled

MARCH 26, 2012

” about everything, even the things that seem obvious, is an exercise worth doing. Culture Exercises/Resources Little Things, Big Differences

Leadership 59

Leadership Exercises User Experience Groups 59

Service Untitled

JULY 16, 2012

Book Reviews Culture Customer Service Exercises/Resources Little Things, Big DifferencesI just finished reading Roadmap to Revenue : How To Sell The Way Your Customers Want To Buy ( Amazon.com link ).

Roadmap 57

Roadmap Exercises Sales Social Media 57

Service Untitled

JUNE 2, 2011

Behind the Scenes Exercises/Resources Little Things, Big DifferencesI saw a commercial today for an exterminating company that advertised the ongoing training their employees receives.

Advertising 54

Advertising Training Exercises Financial 54

Service Untitled

FEBRUARY 18, 2011

Behind the Scenes Exercises/ResourcesCheck sheets (or tally sheets) are one of the seven management tools that organizations use to gather information to help monitor and improve quality.

Data 52

Data Exercises Tools Examples 52

Forrester's Customer Insights

AUGUST 14, 2018

Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and Marketing Leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys”.

B2B 146

B2B Exercises Leadership Measurement 146

QuestionPro Audience

AUGUST 20, 2019

It is no more than an experiment conducted in a field laboratory (the test market) comprising of actual stores and real-life buying situations, without the buyers knowing they are participating in an evaluation exercise. .

Exercises 195

Exercises Marketing Consumers Strategy 195

Service Untitled

APRIL 7, 2011

Behind the Scenes Exercises/Resources Little Things, Big DifferencesImproving what we do and how we do it is an important part of business strategy. As organizations develop and grow, there is any number of improvement opportunities along the way. Opportunities can be related to business processes like the accounting function, a manufacturing process or a service process aimed to improve the customer experience.

Policies 41

Policies Measurement Exercises Tips 41

MaritzCX

NOVEMBER 11, 2015

One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics. The end of the calendar year is around the corner. View Article

Metrics 267

Metrics Exercises 267

SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change.

Employee Engagement 130

Employee Engagement Exercises Engagement Leadership 130

MaritzCX

NOVEMBER 10, 2015

One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics.

Metrics 260

Metrics Exercises Healthcare 260

MaritzCX

NOVEMBER 10, 2015

One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics.

Metrics 260

Metrics Exercises 260

The Upsell

SEPTEMBER 4, 2017

And to connect with people, it’s important to understand it’s an emotional exercise and it’s always taken personally. Relationships: Personal, business and customer are all the same.

Exercises 186

Exercises Connections Customer relationships Customers 186

Experience Matters

DECEMBER 18, 2018

It was a great exercise. This is the time of year for holiday cheer, family celebrations, and, of course, listings of annual trends! To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year.

Trends 203

Trends Exercises Course Customer Connectedness 203

Service Untitled

JUNE 4, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Your Competitors Douglas June 04, 2009 Behind the Scenes , Customer Service , Exercises/Resources 1 Comment Here is something you can do to make your company more competitive in about 10 minutes. Service Untitled The blog about customer service and the customer service experience.

Customer Experience 40

Customer Experience Call Center Exercises Metrics 40

Forrester's Customer Insights

JULY 22, 2019

The Value Of Brand Valuing a brand can be a deeply divisive exercise. Questioning it, or attempting to validate it, can well be an exercise in futility and mathematical mumbo jumbo. To most marketers, there is an axiomatic simplicity to brand value.

Brand Values 48

Brand Values Brands Exercises B2C 48

Genroe

OCTOBER 27, 2019

This is not a trivial exercise. What gets measured, gets done, or so the saying attributed to the great management guru Peter Drucker goes.

Exercises 52

Exercises Net Promoter Score Measurement Management 52

CustomerGauge

DECEMBER 20, 2016

Did you really exercise four times a week this year? How often do you keep your New Year’s resolution? Come on, be honest! Or skip the desserts and that end of day cigarette? Shh, I won’t tell. Get on with your bad self.

NPS 96

NPS Exercises 96

The DiJulius Group

FEBRUARY 20, 2019

Your Relationship Report Card To demonstrate how critical and dependent we are on others, The DiJulius Group uses the following exercise called Your Relationship Report Card.

Exercises 77

Exercises Groups Report Culture 77

Kerry Bodine

MARCH 14, 2018

Our signature two-day bootcamp is jam packed with content and exercises that will answer these questions: Why are customer journeys (and journey maps) important? One recent attendee called our journey mapping bootcamp “an MBA on steroids.” On May 16 & 17, join us in the heart of Chicago to find out why. What makes journey maps effective? How can you create journey maps? How can you use journey maps?

Exercises 120

Exercises Customer Journeys Strategy Brands 120

Who's Your Gladys?

FEBRUARY 4, 2015

Customer service is like exercise – do it right, and you’ll see results. It’s that simple. Though, simple and easy aren’t always a package deal. If it was, everyone would have six-pack abs and a stellar service culture. Want to pass the customer service fitness test?

Exercises 207

Exercises Customer Service How To Culture 207

Who's Your Gladys?

APRIL 4, 2016

Customer service is like exercise – do it right, and you see results. It’s simple. But there’s nothing easy or convenient about it. If it was, everyone would have six-pack abs and a stellar customer-focused culture. Want to pass the customer focus fitness test?

Exercises 175

Exercises Customer Service Culture Customer Focused 175

Heart of the Customer

JUNE 7, 2018

Engagement Lead Kathleen Hoski led us in an exercise to review our past journey maps, discussing and aligning on best practices. We held an offsite today. As our team expands, it’s important to connect and learn from each other, and this was one of those rare opportunities.

Exercises 78

Exercises Connections Engagement Customer Journeys 78

NICE inContact

SEPTEMBER 10, 2019

However; there a few things you should consider to develop the right mix: Don’t leave it to guesswork, conduct an exercise that uncovers the specifics of customer expectations across your touch points to find the right mix of channels for your unique client base.

Contact Center 223

Contact Center Exercises Customer Expectations Call Center 223

Forrester's Customer Insights

MAY 16, 2019

Rather than undertake a full organizational design exercise, firms are adopting tactical change, creating agile delivery […]. Many firms have used Forrester’s principles of customer obsession to guide their business and IT transformation journey, striving to be customer-led, insights-driven, fast, and connected. But in their pursuit, most firms fall short when it comes to organizational change.

Exercises 39

Exercises Connections Customers 39

iPerceptions

MARCH 28, 2018

But beyond getting some physical exercise, it turned out to be the perfect prologue to the keynote on Day 1 of the Summit – Become an Experience Maker. This year, my Adobe Summit experience started off a little differently. I went hiking. With the opportunity to take in the natural beauty of Red Rock Canyon, the experience was sensational, to say the least.

Exercises 57

Exercises Customer Experience Customers 57

Who's Your Gladys?

DECEMBER 2, 2014

Coffee keeps me functioning and my dogs keep me walking, aka getting the exercise I need to stay healthy. Two things that are extremely important to me are coffee and walking my dogs. Unfortunately, over the last few months, both my coffee maker and my walking shoes have given me major trouble. Customer Service Dissatisfied customer Lori Jo Vest Who''s Your Gladys? customer service article customer service training defective product returns

Policies 165

Policies Exercises Customer Service Customer Service Training 165

SuiteCX

APRIL 13, 2017

Should it be a simple/agile exercise or a deep study? One of our most frequently asked questions is: How to approach experience mapping? This video of a recent webinar addresses a few of the questions we have heard over the years: What business aspects should you address using journey mapping efforts? Is it meant for strategy or problem solving? Do you have any examples of how it might work? What skills/tools do you need to do this type of work? Pitfalls to be aware of in any approach.

Exercises 100

Exercises Video Study Tools 100

Wired and Dangerous

SEPTEMBER 8, 2015

It started with an exercise for a senior living client. We tried an exercise that asked people to talk about what it felt like to be a best friend and to create a best friend relationship.

Exercises 148

Exercises Connections Customers Customer Experience 148

Forrester's Customer Insights

JANUARY 15, 2019

Every New Year, I find myself making lofty goals: eat better, exercise more, spend less time on social media. By mid-February, those goals are a distant blip in my rearview mirror; the reality of life gets into the way and I just fail at tracking progress. But this year is different (I swear). I created […

Exercises 34

Exercises Social Media Data Marketing 34

CloudCherry

DECEMBER 28, 2017

I have been told that this was the FIRST major brainstorming exercise at CloudCherry since inception that I played no role in. One shot, no retakes, no script – just to capture the ‘real time’ recap of what the whole exercise’s outcome had been.

Exercises 238

Exercises Video System Sales 238